Customer claims to have returned item, but I have not received, what do I do?
Hi,
I recently had a customer who bought a DVD and asked to return it. I accepted the return as normal and he says he posted it back to me (shipping was at his own expense since he simply changed his mind once he got the order). I never received the DVD back though and he has asked me multiple times to issue the refund - am I required to issue a refund even though I have not received the item? I asked for tracking details but he says he sent it 2nd class post without tracking. I know Royal Mail do lose items in the post, but I don’t feel I should be required to issue the refund.
What is the official policy on this?
Best regards,
Matt
0 replies
Seller_EJIX7rqDNQJi2
Don’t refund until you receive your item back.
Also, in case of a potential A-Z claim, Amazon will not require you to issue any refunds unless the buyer provides a return tracking number.
Seller_eTJBGXCsnNYIk
Thank you, that is what I was assuming. I have not emailed the customer to let him know I cannot issue the refund. Hopefully he will understand.
Seller_eTJBGXCsnNYIk
Sorry I meant to write that I have NOW emailed the customer. The ‘not’ was a misspell…
